Operations Senior Account Executive

4 weeks ago

Heathrow Greater London, United Kingdom dnata Catering UK Full time

dnata is one of the world’s largest air and travel services providers, offering ground handling, cargo, travel and catering & retail services at over 130 airports in more than 30 countries across six continents. At dnata, we are by your side for the entire travel experience. dnata Catering and Retail is one of the world’s leading in-flight hospitality providers, delivering world-class culinary services and innovative products that enhance our passengers’ experience.

Responsible for the day to day support of specified customer accounts within the business and is the primary point of contact between the customer and the company, providing customer support, planning and optimisation of the accounts, as well as developing excellent relationships with the customer.

Operations Director, Unit Management, Account Managers, Process Managers, Shop Floor Staff.
Customers, Contractors, Auditors.

Managing Business -
Ensure compliance within the unit to the policies provided by Alpha LSG and the customer.
Maintain strong and positive relations with the customer at all times and manage expectations in terms of service in line with contractual terms. Identify customer concerns with service and ensure that these are effectively addressed.
Ensure current status of Flight Attendant Comments (FAC) or other service related reports are communicated via the CPS portal, follow up reports with specific departments and assist in supporting corrective actions in place.
Complaint Management; on-going monitoring of quality and customer satisfaction, manage and /or develop action plans.
Monitor and track any customer agreed service SLA’s and any financial implications and report regularly to the business.
Host customer presentations and visits in conjunction with Sales.
Visit the Ramp on a regular basis and ensure standards of customer service are excellent.
Obtain feedback from the customer e.g. cabin crew, ground staff and station staff and ensure that Senior Managers and the Flight Co-Ordination team receive feedback.
Build relationships with Department Managers and their teams within the unit to ensure that
Service levels are maintained and improved. Customer specifications and other standards resulting with the SLA, price updates and other commercial contractual elements).
Management of airline customers expectations in line with agreed SLA, ensure unit is charging appropriately
Managing service cost effectively and when appropriate seeking opportunities which enhances business profitability
Bring the company's values and management principles live within the unit.

Experience of managing customer accounts within the airline catering industry (Preferred)
Experience in project management, lean manufacturing (Preferred)
Excellent customer focus Fluent in English, oral & written
Ability to build business relationships and interact with customers
Commercial understanding and drive
Excellent verbal and written communication skills with good written and spoken English.

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